Free 1D0-1064-24-D Exam Questions - Easiest Way for Success

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Total 79 Questions | Updated On: Sep 11, 2024

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Question 1

Your customer has the following requirement: when filtering service requests an agent wants to see by default

all those service requests that are “New”, whose channel type is “Web”, and are assigned to them.

Which five activities should be completed by an agent on the SR list page in order to create an appropriate

personalized service request search filter?

A : In Advanced Search, confirm Record Set = Assigned to Me.

B : Change the section identified with Status = New

C : In Advanced Search, save and select the “Set as Default” box.

D : In Advanced Search, select Action > Update.

E : Click the Show Advanced Search icon.

F : In Advanced Search, Add Channel Type = Web.

Answer: A,B,C

Question 2

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR),

an agent searches the product categories and chooses the appropriate type of equipment for that SR.

Identify three advantages of selecting the category correctly.

A : The hierarchical structure of the categories helps to improve the service request classification.

B : Categories determine the steps an agent must follow to close the service request.

C : Categories facilitate the assignment of an agent to the service request.

D : Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

E : Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,C,D

Question 3

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A : Chat with an Agent about a Service Request.

B : View and edit attachments to a Service Request.

C : Create a Service Request.

D : Delete a Service Request.

E : Add a message to a Service Request.

Answer: A,B,C,D

Question 4

Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

A : Validate that the product item is active and published.

B : Verify that Eligible for Service is selected on the product item.

C : Verify that Root Catalog is selected on the product groups.

D : Validate that Allow Duplicate is selected on the product item.

Answer: A

Question 5

To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then

click “Create Service Request”.

Which set of field must be completed to save the service request (assume as-delivered field properties have not

been changed)?

A : Title, Status

B : Title

C : Title, Category, Severity, Status

D : Title, Status, Problem Description

E : Title, Category, Severity

Answer: C

Page: 1 / 16

Total 79 Questions | Updated On: Sep 11, 2024

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